Q1 2025 Release Notes for Staircase AI

Staircase AI is Now ISO/IEC 27001:2022 Certified

Gainsight is excited to announce that Staircase AI by Gainsight is now ISO/IEC 27001:2022 certified for our Information Security Management System (ISMS). This globally recognized certification reinforces our commitment to protecting your data with the highest security standards.

ISO/IEC 27001:2022 is the leading international standard for information security. This certification confirms that Staircase AI has implemented robust security controls and risk management practices across all operations. It also provides independent validation of our security posture, helping simplify enterprise security reviews and demonstrate our commitment to safeguarding customer data.

This certification is valid through April 1, 2028, and includes regular surveillance audits to ensure continued compliance. This is not just a milestone. It is a part of our ongoing journey to deliver secure, intelligent, and trusted solutions to you.

Ask Staircase 

Staircase AI is excited to announce that Ask Staircase is now available on the Executive Dashboard. Ask Staircase across accounts introduces a powerful way to uncover insights from your customer communications by allowing you to ask questions in your own language, just like having a conversation, and receive AI-powered analysis.

Ask Staircase uses conversational AI to analyze emails, meetings, and support interactions across your entire customer base. Instead of manually reviewing individual communications, users can ask a question in plain language and receive immediate, actionable insights, with source references included.

Key Benefits

Following are the benefits of using Ask Staircase:

• Spot early warning signs: Users can detect emerging trends, such as repeated mentions of integration challenges, early on by asking simple, targeted questions, long before such issues appear in traditional reports.
• Save preparation time: Instead of manually reviewing months of communication, use Ask Staircase to instantly generate a comprehensive briefing with source references.
• Find your champions: Users can identify potential case study candidates by asking questions like, "Which accounts have expressed strong positive sentiment about our new user interface?" with results including the exact communications containing the feedback.
• Prevent churn: Users can uncover patterns in customer concerns, such as recurring security-related questions, allowing them to take proactive action, like launching targeted education campaigns before issues escalate.

For more information, refer to the Ask Staircase section of Executive Dashboard article.

Multilingual AI Summaries

Staircase AI now supports multilingual AI-generated summaries, allowing organizations to receive AI summaries and answers in their preferred language. This enhancement enables Admins to set a default language at the instance level, ensuring that all AI-generated content aligns with their language preference. Enhanced user experience and accessibility empower non-English-speaking users to leverage Staircase AI’s intelligence. This supports global adoption through flexible, multilingual interactions without changing system settings.

Key Enhancements:

• Organization-wide language setting: Admins can configure a default language for AI-generated summaries across the entire organization. 
• Multiple language options: Currently, Staircase AI Supports the following eight languages under AI Language Preference:
  • English (default)
  • French
  • Spanish
  • German
  • Portuguese
  • Italian
  • Hebrew
  • Japanese
• Seamless AI integration: The language preference is applied consistently across all AI-generated summaries for all Staircase users.
• Ask Staircase intelligent language detection: When asking a question, Ask Staircase automatically identifies the user's language and responds in the language it was asked in, regardless of the instance-wide setting.
  

Note: Large Language Model (LLM) Preferred Language applies to the following AI-generated summaries:

• Executive Summary (Executive Dashboard)
• Account Summary (Account page)
• Renewal/Churn Summary (Account page)
• Meeting Summary (Meeting engagements)
• Relationship Summary (Account page - Stakeholder - Heatmap)
• Topic Summary (Topic report)

IMPORTANT: Existing or scheduled summaries will be updated in the selected language during the next scheduled run.

For more information, refer to the Multilingual AI Summaries section in General article.

Stakeholder Network 

Staircase AI enhances the Stakeholder network, an interactive visualization tool that helps Revenue teams better understand relationship dynamics with key customer stakeholders. Available under the Network section of the Stakeholders tab on the Account page, this feature provides a clear view of relationship strength, engagement patterns, and potential gaps in stakeholder engagement.

Key Capabilities:

• Visualization: The Stakeholder network displays team members on the left and customer stakeholders on the right, using color-coded lines to represent relationship strength.
• Filters: Use filters for customized views. The time range is set to the Last 90 days. The timeline is fixed and cannot be adjusted, as it is based on relationship thresholds that determine meaningful engagement. When applying filters, only team members with active relationships that meet the minimum threshold will appear. If someone cannot be added, it means they do not have any qualifying interactions that meet the relationship threshold.
• Contextual Insights: Hover over a team member or stakeholder to see when they were last engaged, the volume of their engagements, and the strength of that relationship. 

For more information, refer to the Stakeholder Network article.

Service Cloud Ticket Sync

Staircase AI now offers greater flexibility in integrating Service Cloud tickets, making it easier to sync support data from Salesforce, even if you're using a different CRM as your primary data source.

You can now sync Service Cloud tickets without needing Salesforce to be set as your primary CRM by selecting the Synchronize Salesforce cases as tickets in Staircase AI checkbox. For example, if Gainsight CS is your main CRM, Staircase AI can still pull in support ticket data from Service Cloud.

Key Benefits:

• Access Service Cloud ticket data without changing your preferred CRM
• Integrate seamlessly across Gainsight CS and Staircase AI.
• Drive adoption and maximize value in complex CRM environments.

Note: This feature is available to all customers with valid Salesforce Service Cloud access.

For more information, refer to the Service Cloud Ticket Sync section of the Salesforce article.